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Q: Once payment clears, how long will it be before my shipment arrives?
A: After we receive payment, you should expect your shipment within 7 to twelve days.
Q: Will I be required to sign for the package?
A: Yes. We require this to protect our customers and their privacy.
Q: Do you offer other, alternative shipping methods?
A: No, we only offer EMS method.
Q: Can you deliver to Post Office boxes?
A: No. For security purposes we can only deliver to home addresses.
Q: My shipment never arrived. How can I arrange a refund?
A: If it has been at least fifteen days since we emailed you your tracking number but your package has not arrived, we will contact our shipper to determine what has happened. If your order was seized, lost or is otherwise not likely to arrive, we will ship a replacement order (for free) or issue a refund, as appropriate.
Q: Who do you use to ship orders?
A: We prefer to use EMS (USPS), and occasionally TNT.
Q: What is the cost of shipping an order?
A: We charge $50 (50 USD) for every order, regardless of weight.
Q: How do you label the package?
A: We use stealth packaging to ensure our customers’ privacy.We do not place any information on the container that would compromise the contents that the packages contain.
Q: Can I track my order?
A: Yes, every order will have tracking number, which we will email to you.
Q: Do you ship worldwide?
A: Yes we ship worldwide.
Q: Where do the orders ship from?
A: All orders ship from our intelligent forwarding group in China.
Q: How do you guarantee your shipments?
A: If your order doesn’t arrive, we will issue a full refund or send a replacement free of charge, guaranteed.
Q: What is the purpose of your business?
A: We supply research chemicals and other synthetic organic chemicals to the scientific community, including laboratories, research institutes, private researchers and even chemistry hobbyists.
Q: Where are you based?
A: Our company and lab are both located in China.
Q: What countries do you ship to?
A: We ship nearly worldwide, including the USA, Europe, Australia, the UK and South Africa. However, we do not sell or ship any chemicals or other products to countries where they are illegal or prohibited.
Q: What can your products be used for?
A: The chemicals we sell are only suitable for use as laboratory reagents, for forensic or laboratory research, or as GC/MS reference materials. They neither suitable for nor to be used for any kind of in vivo research, experimentation or human use, or for any other unlawful or prohibited purpose.
Q: I would like to check the quality of your materials before making a large order. Do you provide samples?
A: We do not provide free samples in the absence of a larger order. However, if you do make an order, we will be happy to include samples of some of our other products at no extra charge. Just enquire for details.
Q: Can you tell me if a particular chemical is legal in my country (or delivery address)?
A: Sorry, no. We are not legal professionals, and have no special knowledge of the law in your country. Ensuring the legality of an order and obtaining any necessary permits or licenses to receive or handle the chemicals is entirely the customer’s responsibility. You may wish to contact a lawyer, or the customs agency or border force of your own country for details.
Q: My order status is ‘Pending’. What does this mean?
A: ‘Pending’ means we have received your order, but we have not yet finished processing your payment (or otherwise haven't yet received the money yet).
Q: I have found a particular chemical at a lower price with a competitor, yet I prefer to do business with you due to your superior quality and service. Is it possible for you to match a competitor’s price?
A: Generally, yes. We will need to verify that the website and offer is real, and not a scam of some kind, but if it is a legitimate offer we will match it. We guarantee the best prices on the market.
Q: What payment methods do you accept?
A: We accept US bank wire transfer, bitcoin, Western Union, Moneygram, and even cash if you can visit our China facility.
Q: What currencies can I pay in?
A: We accept payment in USD only.
Q: Do you take PayPal?
A: Unfortunately, no. PayPal’s own policies prevent this.
Q: Will you accept cash payments through the post?
A: We cannot accept cash through the post.
Q: I am paying by bank wire, and it seems to be delayed. What could have happened?
A: Both US and EU bank wire payments typically take at least 3 days to process, and commonly take up to 5 days. If your invoice email has not arrived after 5 days, please send us an email and ask about your order. Please note, if the name on your order does not match the name on the bank account, please email us to let us know the details so your order will not be delayed.
Q: I am paying via bitcoin, but there seems to be a delay. What could have caused it?
A: Typically, bitcoin payments arrive in ta single day. If you receive no email confirmation on the day after you make your payment, something has probably gone wrong with the transaction. Please check the details on your end. Once you have made a bitcoin payment,feel free to contact us via email or telephone for a fast confirmation.
Q: Can I arrange a line of credit?
A: Whilst we once did provide this service, modern business realities make it impossible. Now, unfortunately, we cannot ship any orders before payment has been confirmed. This should not be considered an insult or an implication about you, but rather the state of the industry as a whole.
Q: What is the preferred way to contact you?
A: The easiest way is to just telephone us, but we offer 24 hour support for any contact means, telephone, email, etc.
Q: When should I expect you to reply to an email or phone message?
A: We will usually reply immediately or within 2-3 hours at most.
Q: I get no answer at your posted phone number.
A:If we are extremely busy, we may not be able to answer the phone. This is most common between 13:00 and 16:00 China time. If you receive no answer, just email us. We will get back to you within 2-3 hours.
Q: I’ve left a message and had no response for 24 hours. What could be wrong?
A: If we are very busy and your email asks something covered in this FAQ, we may not be able to reply right away. We will reply as soon as things slow down, but please check this FAQ before asking a question. Questions we have already answered here cannot be a high priority for us.
NOTE: If your message refers to or hints at either illegal activity of any kind or anything prohibited by our terms and conditions, it will be deleted without reply. If neither of these is the case, it is possible that your email was delayed or not delivered at all for some technical reason. It is also possible that we id reply, but it has found its way to your Junk or Spam folder. Please look there, and consider re-sending your message.